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United States Patent |
6,041,130
|
Goss
|
March 21, 2000
|
Headset with multiple connections
Abstract
A headset, and a method for using a headset, to communicate with two
separate devices. The headset comprises a mounting member for mounting and
holding the headset on the head of a wearer, at least a first speaker, and
means for connecting the speaker to the mounting member for holding the
speaker adjacent an ear of the wearer. The headset further comprises first
and second microphones, and a boom member connecting the microphones to
the mounting member for holding the microphones adjacent the mouth of the
wearer. A signal conducting circuit is provided for transmitting input
communication signals from at least the first device to the first speaker,
and for transmitting output communications from the first and second
microphones to the first and second devices respectively.
Inventors:
|
Goss; Raymond G. (Austin, TX)
|
Assignee:
|
MCI Communications Corporation (Washington, DC)
|
Appl. No.:
|
103114 |
Filed:
|
June 23, 1998 |
Current U.S. Class: |
381/374; 379/430; 381/375 |
Intern'l Class: |
H04R 025/00 |
Field of Search: |
381/370,375,356,374
379/430
|
References Cited
U.S. Patent Documents
4875233 | Oct., 1989 | Derhaag et al. | 379/430.
|
5125032 | Jun., 1992 | Meister et al. | 381/183.
|
Primary Examiner: Kuntz; Curtis A.
Assistant Examiner: Harvey; Dionne
Claims
I claim:
1. A headset for communicating with two separate devices, comprising:
a mounting member for mounting and holding the headset on the head of a
wearer;
at least a first speaker for receiving input communication signals and
converting the input communication signals to audible communications for
the wearer;
means for connecting the speaker to the mounting member for holding the
speaker adjacent to an ear of the wearer;
first and second microphones for receiving audible communications from the
wearer and converting said audible communications to output communication
signals;
a boom member connecting the microphones to the mounting member for holding
the microphones adjacent to the mouth of the wearer; and
a signal conducting circuit for transmitting input communication signals
from at least the first device to the first speaker, and for transmitting
output communications from the first and second microphones to the first
and second devices respectively.
2. The headset according to claim 1, wherein the signal conducting circuit
includes:
means for transmitting output communication signals from the first
microphone to the first device without transmitting to said first device
any of the output signals from the second microphone; and
means for transmitting output communication signals from the second
microphone to the second device without transmitting to said second device
any of the output signals from the first microphone.
3. The headset according to claim 1, wherein the signal conducting circuit
includes means for separately muting each of the microphones.
4. The headset for communicating with two separate devices, comprising:
a mounting member for mounting and holding the headset on the head of a
wearer;
first and second speakers for receiving input communication signals and
converting the input communication signals to audible communications for
the wearer;
means for connecting the speakers to the mounting member for holding the
speakers adjacent to an ear of the wearer;
first and second microphones for receiving audible communications from the
wearer and converting said audible communications to output communication
signals;
a boom member connecting the microphones to the mounting member for holding
the microphones adjacent to the mouth of the wearer; and
a signal conducting circuit for transmitting input communication signals
from the first and second devices to the first and second speakers
respectively, and for transmitting output communications from the first
and second microphones to the first and second devices respectively.
5. The headset according to claim 4, wherein the signal conducting circuit
includes:
means for transmitting output communication signals from the first
microphone to the first device without transmitting to said first device
any of the output signals from the second microphone; and
means for transmitting output communication signals from the second
microphone to the second device without transmitting to said second device
any of the output signals from the first microphone.
6. The headset according to claim 5, wherein the signal conducting circuit
includes:
means for transmitting input communication signals from the first device to
the first speaker without transmitting to said first speaker any of the
input communication signals from the second device; and
means for transmitting input communication signals from the second device
to the second speaker without transmitting to said second speaker any of
the input communication signals from the first device.
Description
BACKGROUND OF THE INVENTION
This invention generally relates to telecommunications; and more
specifically, the invention relates to communications or call centers that
receive and transmit communications over both telephone and computer
networks. Even more specifically, the present invention relates to a
computer controlled communications switch, for use at such call centers,
that automatically connects an agent to the appropriate network, either
the telephone network or the computer network, depending on which network
is being used to make or receive a particular communication call.
In the telecommunications industry, call centers are used to provide
customer and operator services for business clients. Traditionally,
customers of these business clients place a phone call to a toll-free
telephone number to reach a call center customer service agent, and these
agents then provide some type of service over the telephone for the
customers. In many existing call centers, the service agents use telesets
or automated call distribution pads to place and receive telephone calls.
These telesets have headsets or handsets that the agents use to
communicate with customers.
The telecommunications industry is changing, and for example, more and more
people are conducting business on the Internet. Internet telephony is
growing in popularity and improving in quality. Some of the advantages of
internet telephony include application sharing, white boarding, and the
ability to make calls without a telephone.
In order for the customer service agents at call centers to also
participate in voice over internet telephony, it is necessary that those
agents be provided with equipment that will enable them to conduct voice
communication over the internet as well as over conventional telephone
networks. One way to do this is to provide the call center agents with
expensive internet telephony gateways that will link the automated call
distribution pads to the Internet, or the agents may use a speaker and
microphone connected to personal computers. Another option is to equip the
agents with a headset that will work with both their telesets and their
personal computers.
Standard current amplified headsets are four wire devices. In these
devices, two wires are used for the microphone, and the other two wires
are for the earpiece. Typical personal computer microphones and speakers
also are each a two-wire device, and it is not difficult to connect a
standard headset to a personal computer. There are devices presently
available that allow a single headset to work with both a personal
computer and a telephone, and for example, the headset may include a
switch, referred to as a PC switch, to allow the headset to communicate
with a personal computer.
One disadvantage with these switches is that they are manually controlled.
This may not be a significant problem for the ordinary individual that is
making outbound calls on a telephone or listening to audio on a personal
computer. However, in a call center environment, systems are automated and
often the telephone does not even ring--calls are delivered when agents
are available. Under these circumstances, it would be very confusing for
the agent to have to manually switch between the personal computer and the
teleset to handle internet calls and telephone network calls.
SUMMARY OF THE INVENTION
An object of this invention is to provide an improved headset that enables
an agent to communicate over both a telephone network and a computer
network.
Another object of this invention is to eliminate the need for an agent at a
call center to use two separate headsets when sending or receiving voice
communications via a telephone and a computer simultaneously or one after
the other.
A further object of the present invention is to provide a single headset
unit that allows a person to communicate on a telephone as well as the
internet.
These and other objectives are obtained with a headset, and a method for
using a headset, to communicate with two separate devices. The headset
comprises a mounting member for mounting and holding the headset on the
head of a wearer, at least a first speaker, and means for connecting the
speaker to the mounting member for holding the speaker adjacent an ear of
the wearer. The headset further comprises first and second microphones,
and a boom member connecting the microphones to the mounting member for
holding the microphones adjacent the mouth of the wearer. A signal
conducting circuit is provided for transmitting input communication
signals from at least the first device to the first speaker, and for
transmitting output communications from the first and second microphones
to the first and second devices respectively.
In one embodiment, the headset has two microphones and two speakers. One
microphone and speaker work with one device, and the other microphone and
speaker work with a second device. Using this headset, a person can use
the two devices without switching headset or having to wear two different
headsets. In another embodiment, the headset has two microphones but only
one speaker. This embodiment may be used, for example by an agent at a
call center to communicate calls over the public switched telephone
network and to use a speech recognition program on a personal computer.
Also, mute switches can be provided for each application or device with
which the headset is used. By muting one application, an agent can use
another. For example, the headset may be connected to both the public
switched telephone network and to the internet; and to conduct an internet
telephone call, the agent simply mutes the wireset that is linked to the
public switched telephone network.
Further benefits and advantages of the invention will become apparent from
a consideration of the following detailed description, given with
reference to the accompanying drawings, which specify and show preferred
embodiments of the invention.
BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1 shows a communications system architecture in which the present
invention may be used.
FIG. 2 illustrates a headset, embodying the present invention, used in an
agent station of the system of FIG. 1.
FIG. 3 shows a headset embodying this invention and having two speakers in
one earphone.
FIG. 4 illustrates an alternate headset having two speakers in each of two
earphones.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
FIG. 1 illustrates a simple communications system architecture 10 in which
the present invention may be used. This communications architecture, which
is used to process and route both contact requests and inbound calls,
includes an automated call distributor (ACD) 12, a computer/telephony
interface 14, an internet or web server 16, various communications
networks, including the public switched telephone network (PSTN) 20 and
the Internet 22, and a plurality of call centers, only one of which is
shown at 24 in FIG. 1. Each call center 24 includes a multitude of agent
stations, again only one of which is shown at 26 in FIG. 1; and each agent
station includes an agent workstation 30, a telephone keypad 32 and a
headset unit 34.
Generally, the automated call distributor 12 interfaces with the PSTN 20
for inbound and outbound calls, queries inbound calls, and distributes
inbound calls among a plurality of agents. The Computer/Telephony
Interface Server 14 is connected to the automated call distributor 12 and
provides event data from the call distributor to various other elements of
system 10, such as the agent workstations 26. Internet Server 16 supports
Web sites, along with suitable software programs.
Agent workstation 30 is provided for running customer service software
applications, receiving call data, and interfacing with the internet for
internet protocal (IP) telephony sessions and collaborative HTTP sessions
over the Web. Preferably, workstation 30 is or includes a personal
computer. The teleset 32 is used for telephone calls over the PSTN 20 via
the automated call distributor 12.
It should be noted that FIG. 1 shows a very simple example of a suitable
communications system 10; and as will be understood by those of ordinary
skill in the art, the system may be provided with additional elements or
items. For example, system 10 may include an Enterprise Contact Server, an
Enterprise Voice Response Unit, and an Enterprise Router, and each call
center may include a Center Contact Server.
The Center Contact Server of each call center supports the agents at those
centers. These Servers allow customers to place contact requests to a call
center by any available communication means, including the internet, and
to receive contacts from an agent by any available communications means.
The Enterprise Contact Server provides enterprise-level processing and
routing of contact requests. The Enterprise Contact Server communicates
with each Center Contact Server and tracks the states and availabilities
of agents at each call center. Each Center Contact Server sends event
messages to the Enterprise Contact Server to continuously update the
Enterprise Contact Server with current states and availability data. When
a contact request is received, the Enterprise Contact Server can determine
and select an available qualified agent among the agents at the plurality
of call centers and then send the contact request to the Center Contact
Server that supports the selected agent.
The Enterprise Router is a computer application that provides intelligent
routing of inbound calls, and this Router can be provided in several
embodiments For example, the Router can be embodied as a distinct software
application and database that resides on a computer different than the
Enterprise Contact Server, or as a distinct software application and
database that resides on the same computer as that Contact Server. As a
further alternative, the Router can be integrated with the Enterprise
Contact Server application as a process or sub-system. The preferred
embodiment is to have the Enterprise Router as an application distinct
from the Enterprise Contact Server, either on the same computer or
different computers, and to have the Enterprise Contact Server interface
with the Enterprise Router via an application program interface. This
enables the use of different types and vendors' offerings of an Enterprise
Router.
The Enterprise Voice Response Unit (VRU) provides interactive voice
response (IVR) services for callers. The Enterprise VRU has a voice link
to the PSTN 20, rather than to a call center ACD 12. This way, the
Enterprise VRU can receive calls over the PSTN, and can then route a call
to any ACD 12 at any call center. One Enterprise VRU can be located with
each call center 24, or one Enterprise VRU can be used for a plurality of
call centers. The Enterprise VRU is connected to the Center Contact Server
for the purpose of sending call data to that Contact Server.
In addition, each call center 24 may preferably include a local area
network (LAN), and system 10 may include a data center. The local area
network of each call center provides data connectivity among the various
components of the call center. The system data center is a LAN that
provides data connectivity among the Web Server and Internet, the
Enterprise Contact Server, the CTI Server, and the plurality of call
centers. The Data Center is connected to each call center by a wide area
network (WAN) that connects the LANs of each call center. This provides a
physical interface among the Enterprise Contact Server and each Center
Contact Server.
To place a contact request or an inbound call,. a customer may use a
standard telephone connected to the PSTN 20, a personal computer (PC) with
an IP telephony application connected to the Internet 22 for placing IP
telephone calls, or a personal computer with a Web browser connected to
the Internet for interfacing with the Web.
More detailed descriptions of call center communication systems and of
their components are given in copending patent application Ser. No.
08/976,162, filed Nov. 21, 1997, for Contact Server for Call Center, the
disclosure of which is herein incorporated by reference.
The agents at call centers 24 are provided with headsets 34 that are
designed to work with two separate devices. Each headset 34 is equipped
with two or more microphones, and one or more speakers, as needed, that
are each separately wired for use with different applications.
In one embodiment, represented in FIG. 1, the headset 34 has two
microphones and two speakers. One microphone and speaker work with one
device, and the other microphone and speaker work with a second device.
This headset may be used, for example, by an agent at a call center to
support voice calls over both the PSTN and the internet. One
microphone/speaker set is wired to the telephone keypad for PSTN calls,
and the second micrphone/speaker set is wired to a personal soundcard on
the agent's workstation for internet calls. Using this headset, a person
can use the two devices without switching headsets or having to wear two
different headsets.
In another embodiment, the headset has two microphones but only one
speaker. This embodiment may be used, for example, by an agent at a call
center to communicate calls over the PSTN and to use a speech recognition
program on the personal computer workstation. One microphone/speaker set
is wired to the telephone keypad for PSTN calls, and the second microphone
is wired to the workstation for the speech recognition program. This
speech recognition program does not require an ear speaker for the
headset.
With still another embodiment, the headset has only one microphone and two
apeakers. This embodiment may be used, for instance, by a person to listen
to music (not disturbing the caller or other nieghbors) and speak on a
telephone at the same time.
The headset is, in turn, connected to a wiring hub 36, which links each of
the separate source devices, such as the workstation and the telephone
keypad, that are wired to the headset. Hub 36 may be a black box with
separate input/output ports and internal wire channels for each wireset.
The hub may also simply be different bundlings of wires coming out of the
headset, as shown at 40 in FIG. 2.
As an additional feature, a hub 36 can be equipped with a mute switch 42a,
42b for each application wireset. By muting one application, an agent can
use another. For example, to conduct an internet telephone call, the agent
simply mutes the wireset that is linked to the PSTN telephone keypad.
It should be noted that the Mute button is completely optional. The user
does not need to toggle the mute button to receive the call. The mute is
just convenient.
The mute button can be configured to stop the signal from the speaker, the
microphone, or both. Presented below is an example of each where the user
is on the telephone with one line and used the mute on the other
speaker/mic.
A. Mic mute: The user mutes the microphone to prevent voice signals to be
sent to the other device, but still wishes to listen to the second device.
The second line could be connected to a pc playing music and accepting
inputs to a speech recognition program. Or the second device could be a
second phone conversation such as a conference call.
B. Speaker Mute: This allows the voice to be recorded by a pc or cassette
recorder, but prevents the music from distracting the user.
C. Mute both to completely block the other device.
Preferably, with reference to FIGS. 2-4, this multi-connect headset has a
single microphone boom 44 which houses two separate microphones 46, and
one or more speakers 50. The headset includes all the electronics of two
separate headsets and a single frame. In use, one speaker can be placed in
each ear of the agent, or two small speakers can be placed together for a
single ear to listen to. Headset 34 may be upgraded to stereo by placing
two separate speakers in both earpieces. The wiring for the headset can be
encased together until near the plug point if necessary for aesthetic
appeal and convenience.
It is preferred to use two separate microphones and two separate speakers,
rather than to use a single microphone and speaker and to wire the plugs
together, because different equipment may use different
power/voltage/current for their uses. The wiring may cause an
unpredictable feedback.
As mentioned above, headset 34 is equipped with one or more speakers. In
particular, the headset is equipped with one speaker or one set of
speakers for each application that requires a speaker. For example, in one
embodiment, one speaker is wired to the headset for each application that
requires a speaker. In another embodiment, two speakers in stereo can be
wired for each application. Speakers for multiple applications can be
placed in one earpiece, as shown in FIG. 3, or distributed between two
earpieces, as shown in FIG. 4.
While the above discussion describes the use of the invention for call
center agents, the present invention has more general applications. In
general, this invention is a headset, or to use a headset, that supports
connections to multiple devices and/or applications. For example, an
individual at a home can use the headset to conduct an internet telephone
call via a personal computer, while recording notes of their call on a
word processor with speech recogniton. Each of these applications may use
different sound cards on the personal computer, and therefore different
wiresets.
Also, as will be understood by those of ordinary skill in the art, the
Contact Server is not necessary to the practice of this invention. In
fact, the headset of this invention can be used by people who have nothing
to do with call centers; the user does not even need a computer.
One, additional use of the invention is the prompting of VRU gathered
information and/or audible screen-pop information.
Normally when a call arrives on an ACD, the agent is presented a "whisper
tone" message announcing the company, division, or name of the caller as
the call arrives. The whisper is sent by the ACD based on the original 800
number. With some network routing products the original 800 number is
lost. The ACD cannot provide a useful whisper tone. A pre-recorded .wav or
other audio files can be used to play the message to the agent based on
the same information that is used by a screen-pop such as ANI, DNIS, or
Caller Entered Digits (CED) and present this audio message to the agent
via the computer as the call arrives. This would not be limited to inbound
calls. Voice messages can be played back from voicemail, or from
recordings gathered from the requester (caller) on the web. One connection
of the headset can be to the PC and the other to the caller. Only the
agent would hear this voice message. The Contact Server provides the
appropriate "data" to the screen-pop application and delays the call from
being sent to the agent until after the voice message has been played.
Although as discussed above, the headset controls four wires (two for each
microphone and two for each speaker), the device could be modified to
support other wiring configurations.
For example, a headset (used with cordless phones and cell phones) may have
one microphone and one speaker but use only three wires. Normally a
speaker needs a receiving wire and a wire connected to an electrical
ground. The microphone has a sending wire and a connection to an
electrical ground (GND). A three wire device simply shares a common GND
wire.
Suitable modifications may also be made for stero wiring. Stereo speakers
need two separate conducting signal wires and a common (or separate) GND.
While it is apparent that the invention herein disclosed is well calculated
to fulfill the objects previously stated, it will be appreciated that
numerous modifications and embodiments may be devised by those skilled in
the art, and it is intended that the appended claims cover all such
modifications and embodiments as fall within the true spirit and scope of
the present invention.
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